A few things to know.
- Voice recognition happens on your device. NELRO does not upload your raw voice recordings or request transcripts.
- We use account, listening and subscription information to provide the service. App activity can be linked to your account.
- Advertising tracking is currently off. We do not sell personal information or share it for cross-context behavioural advertising.
- For privacy questions or requests, contact hello@nelro.app.
1. Who we are
NELRO is operated by Second Order Agency, LLC. We are responsible for the personal information we use to operate NELRO. You can contact us at hello@nelro.app for support, questions about this policy or a privacy request.
2. Information we use
Account information
When you create or use an account, we process your email address, account identifier and authentication information needed to sign you in and protect your account. If you choose Apple or Google sign-in where offered, we receive the information you authorise the provider to share, such as your name and email address. Apple may supply a relay email address if you use Hide My Email. We do not receive your Apple or Google password.
Voice and typed requests
The microphone is used when you choose to speak and grant permission. NELRO requires on-device speech recognition; you can type instead when this is unavailable. Your request is processed on your device to match sounds from the catalogue. NELRO does not save or upload raw voice recordings or request transcripts. Your selected content identifier and duration may be sent to our service to prepare and deliver the session.
Listening and membership information
We use information about selected content, session duration, listening allowances and Premium access to provide audio and recognise your membership. For App Store subscriptions, Apple handles payment and RevenueCat helps us check purchases and subscription status. We may receive product identifiers, transaction references, renewal or expiry information and purchase outcomes. We do not receive your full payment-card details.
App activity
We record product activity such as app opening, onboarding, listening starts and completions, membership choices, purchases and restoration attempts. Records can include your account identifier, a content or session identifier, time, duration, selected plan and outcome. These records are account-linked, not anonymous, and listening choices can reveal preferences or interests. They do not include raw voice recordings or the text of your requests.
Information kept on your device
Favourites, listening feedback, rituals and reminder schedules are stored locally for your account. They are not currently a cloud-synchronised library. Selected audio may be temporarily cached to support playback. Local app data may also be included in device backups according to your Apple settings.
Support and technical information
If you email us, we receive your address, message and any attachments you choose to send. Our hosting and service providers process technical information needed to deliver and protect the service, such as IP addresses, network requests, device or platform information and operational logs. Please do not include passwords, private sign-in links or full payment details in support messages.
3. How we use information
- To create and secure accounts, deliver selected audio, remember preferences and provide reminders you choose.
- To check membership, restore eligible purchases and maintain listening allowances.
- To respond to support and privacy requests, investigate problems and protect against misuse.
- To understand use of the app and improve its reliability and listening experience.
- To meet legal obligations and deal with disputes or lawful requests.
Where data-protection law requires a legal basis, we rely on providing the service you request for account, playback and membership processing; legitimate interests in operating, securing and improving NELRO for support and product activity; and legal obligations where retention or disclosure is required by law. Where we ask for consent for a particular use, you can withdraw it. You can object to processing based on legitimate interests by contacting us; see your rights below.
NELRO matches requests to its catalogue. It does not use this matching to make decisions with legal or similarly significant effects on you.
5. Website and cookies
The current public NELRO information website does not include advertising pixels, a marketing signup form or website analytics added by NELRO. Our hosting provider may process connection details and use technologies needed to serve and secure the site.
Following an external link, including an App Store, sign-in or payment link, takes you to a service with its own privacy and cookie practices. This policy describes the current website; we will update it before adding checkout, tracking or other features that change how personal information is used.
6. Storage, security and retention
Our configured cloud database and audio service are hosted in the United States. Other providers may process information in other countries, whose privacy laws may differ from those where you live. Contact us for information about the processing locations and transfer arrangements applicable to your information.
We use access controls and encrypted network connections to protect information. No online service or storage system can guarantee absolute security.
- Account and listening-access records: kept while needed to operate your account, subject to deletion requests and any necessary legal retention.
- Server product-activity records: scheduled for removal after 30 days, at the next daily cleanup.
- Pending product-activity records on your device: limited to 200 events. Events older than seven days are removed on next use.
- Local preferences and cached audio: remain until removed through available app controls, cache management or removal of app data. Device backups follow your backup settings.
- Support, security and financial records: kept for the time needed to resolve the request or incident, administer the transaction, meet applicable recordkeeping duties and address related disputes. The relevant purpose, legal requirements and whether an issue remains open determine the retention period.
Deleting active account records may not immediately remove backup copies. Providers may retain records they need for their own legal obligations, including payment records. You can ask us about retention for a particular category of your information.
7. Your choices and privacy rights
You can type instead of using speech, change microphone permissions in iPhone Settings and adjust reminders through the app or notification settings. Declining a permission may prevent the related feature from working.
Depending on the law that applies to you, you may have rights to access, correct, delete or receive a portable copy of your personal information, restrict processing, or object to certain uses. You may also withdraw consent where processing relies on it; withdrawal does not affect processing already carried out lawfully.
You can object to our use of your information based on legitimate interests, including product analytics. To exercise a right or ask about the choices available to you, email hello@nelro.app. We may ask for information needed to verify account ownership and will handle your request within the period required by applicable law. Some requests may be subject to legal exceptions.
You may also complain to the data-protection authority where you live or work, where applicable. We welcome the opportunity to address your concern first.
8. Account deletion
To request deletion, use the account-deletion option where available in the app, or email hello@nelro.app from your account email address. We may need you to confirm ownership before processing the request.
A deletion request covers your NELRO account and associated personal information, subject to necessary legal retention. Local data on other devices and device backups may need to be removed separately. Payment providers may retain transaction records for their own legal obligations.
Deleting the app or your NELRO account does not cancel an Apple subscription. Manage or cancel it separately through your Apple subscriptions, or iPhone Settings → your name → Subscriptions.
9. Children’s privacy
NELRO is a general wellbeing service and is not directed specifically at children. If you are a parent or guardian and believe a child has provided personal information without the authorisation required in your country, contact hello@nelro.app so we can investigate and arrange deletion where appropriate.
10. Changes and contact
We will update this policy when our information practices change and show the revised effective date. Where required, we will provide additional notice or request consent before a new use begins.
For any privacy question or request:
Second Order Agency, LLC — NELRO
hello@nelro.app